Forrester Study: How Conversation Intelligence Platforms Can Drive Better Business Outcomes

An enterprise guide to maximizing profitability through the power of the contact center

How Conversation Intelligence Platforms can Drive Better Business Outcomes Forrester Report

Why is it so hard to deliver a great customer experience?

Customer experience has become the key enterprise differentiator in today’s digital-first marketplace. Yet many businesses struggle to create a seamless end-to-end experience that meets the needs and expectations of the modern consumer. To solve for these shortcomings, business leaders are turning to contact center conversation intelligence in the form of conversational AI and automation. 

We asked Forrester to evaluate the transformational potential of conversation intelligence software in the contact center. Forrester conducted an online survey, commissioned by Uniphore, of 317 customer service strategy decision-makers at organizations in North America and Europe to explore this topic. Learn how conversation intelligence is correcting CX shortcomings and turning the contact center from a cost center into a profit driver.

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2023 Conversation Intelligence Survey

Key takeaways include:

Islands of automation are sabotaging the omnichannel contact center experience

7 out of 10 businesses struggle to unify contact center automation and AI point solutions 

80% said a conversation intelligence platform would be highly valuable

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